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Support and Managed Services
- Ensure Your Genesys Environment Runs Well
- Augment or Offload Your Team with a Variety of Options
- Deliver Additional Value Through Continual Improvement
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Our Genesys Support and Managed Services ensure optimal performance and return on investment for your Genesys Cloud CX environment. Our 24x7 expert Genesys Cloud technical support, branded as Care, offers a wide range of options to keep your system running smoothly post-launch. We provide various services to augment or offload your team, including troubleshooting, application monitoring, and handling issues and questions from agents and supervisors. Additionally, we deliver ongoing value through continual improvements, such as training, feature release reviews, and optimization assessments. As a Gold Level Genesys partner, our team of seasoned industry experts, including certified administrators and engineers, ensures comprehensive support services across all functional areas. Your business can focus on delivering the best customer experiences and generating loyal customers, while our experts deliver significantly faster and more accurate support versus an in-house team.
Benefits
Our Benefits
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ENVIRONMENT
Ensure Your Genesys Environment Runs Well
Star Telecom’s expert cloud technical support engineers provide 24x7 Genesys Cloud support and managed services called Care, which includes a wide range of options after your contact center goes live. These services are designed to ensure your Genesys environment runs smoothly and maximize your return on investment.
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AUGMENT
Augment or Offload Your Team with a Variety of Options
Star Telecom provides a wide range of services to augment or offload your team. Examples include troubleshooting of the Genesys Cloud CX platform in conjunction with Genesys, resolving issues with custom applications, application monitoring, moves, adds and changes and handling issues and questions from agents and supervisors. Leave resorting to Genesys Cloud support center articles in the past and revamp with our Genssys Support and Managed Services.
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DELIVER
Deliver Additional Value Through Continual Improvement
Our proactive support provides a variety of value-added managed services to help your team continually improve your Genesys Cloud CX environment such as ongoing training, Genesys Cloud CX feature release reviews, optimization assessments and technology roadmaps.
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EXPERTISE
Care From Seasoned Industry Experts
As a Gold Level Genesys partner and a managed solutions integrator, we support our fully managed clients across all functional areas by leveraging our team of 20+ Genesys Cloud certified administrators, WFM Analysts, SIP Telephony Engineers, IVR and API Developers, offering the best Genesys Cloud support in the industry.
Table Section
Compare Our Genesys Care Packages
| Standard Care (free support) | Quick Care | Platinum Care | |
|---|---|---|---|
| Response Times | Match Genesys | 10 minutes | 10 minutes |
| What is NOT Billable | Tickets opened about the disruption of Genesys Cloud CX Service. | Tickets opened about the disruption of Genesys Cloud CX Service. | Tickets up to 2 hrs. per ticket including “How To” questions, demos, etc. |
| What IS Billable | Everything that is non-platform related | Everything that is non-platform related | Changes over 2 hours |
| Hours Included | 0 | 0 | Unlimited |
The Features
Care Packages
Clients who purchase Genesys Cloud CX licenses through Star Telecom are entitled to Standard Care, with 24x7x365 availability, at no additional charge. Standard Care also provides SLAs that are equivalent to Genesys Cloud SLAs, which are documented here https://help.mypurecloud.com/articles/service-level-agreements/. Star Telecom provides full phone or email ticket support, as well as platform monitoring and alerting, which are typically not available from other providers as part of Standard Care. Clients can optionally augment Standard Care by purchasing Professional Services on a project or best effort basis through a mutual agreement at the prevailing rates.
Quick Care is designed for clients who purchase their Genesys Cloud CX licenses through Star Telecom and want technical support for their solution with a much faster SLA than Genesys customer care provides in order to focus on achieving improved customer satisfaction vs. technical issues. Quick Care includes 24x7x365 availability, with a Service Level Agreement (SLA) target of 10 minutes for all severity level tickets, ensuring our clients are able to get fast Geneyss Cloud care when needed. Quick Care clients can purchase Professional Services that can be used for any support-related or ad-hoc requests of any nature at a discounted rate. This could be any combination of services, from creating test flows and aiding in new product rollouts, to Moves, Adds or Changes (MACs) of employees, skills, queues, IVR flows, call treatments, recordings, reporting etc. Some clients will receive a Customer Success Manager (CSM) to be assigned to their business who will be their dedicated point of contact for all issues and questions, as well as assistance in adding additional features or functional enhancements. Clients who do not qualify for a dedicated CSM may upgrade their Quick Care service to include a CSM for an additional fee.
Platinum Care is for clients who purchase their Genesys Cloud CX licenses through Star Telecom and want additional operational assistance and Genesys customer service beyond Quick Care. It is designed for clients who want to maximize their service levels and return on investment of Genesys Cloud CX, allowing their contact center managers and supervisors to focus on customer experience best practices and day-to-day operations of the contact center. Platinum Care includes a dedicated CSM who provides strategic input and road mapping services, quarterly executive reviews and billing management for Genesys invoicing. Platinum Care also provides comprehensive support for the client, covering their unique configurations, application solution and integrations within their Genesys Cloud CX infrastructure. Additionally, Star Telecom will handle all agent inquiries directly, as well as all MACs (two hour per ticket limit) needed within the Genesys Cloud CX infrastructure. Lastly, Platinum Care includes access to training videos to assist with staff on-boarding and refresher training for agents.
Platinum Care includes:
- Dedicated Account Manager
- 24x7 Technical Support for Genesys Cloud and Telecom services
- 10-minute response SLA
- Platform monitoring and alerting
- Tier 3 ticket management (open, track, close, including RCA, as required)
- Genesys Billing & Invoicing Management and Audit
- Full Move/Add/Change (MAC) and troubleshooting support for customizations, configurations
and integrations, including:
- People, Permissions and Skills
- Voice/Email/Chat flow and routing support
Clients who purchase Genesys Cloud CX licenses through Star Telecom are entitled to Standard Care, with 24x7x365 availability, at no additional charge. Standard Care also provides SLAs that are equivalent to Genesys Cloud SLAs, which are documented here https://help.mypurecloud.com/articles/service-level-agreements/. Star Telecom provides full phone or email ticket support, as well as platform monitoring and alerting, which are typically not available from other providers as part of Standard Care. Clients can optionally augment Standard Care by purchasing Professional Services on a project or best effort basis through a mutual agreement at the prevailing rates.
Quick Care is designed for clients who purchase their Genesys Cloud CX licenses through Star Telecom and want technical support for their solution with a much faster SLA than Genesys customer care provides in order to focus on achieving improved customer satisfaction vs. technical issues. Quick Care includes 24x7x365 availability, with a Service Level Agreement (SLA) target of 10 minutes for all severity level tickets, ensuring our clients are able to get fast Geneyss Cloud care when needed. Quick Care clients can purchase Professional Services that can be used for any support-related or ad-hoc requests of any nature at a discounted rate. This could be any combination of services, from creating test flows and aiding in new product rollouts, to Moves, Adds or Changes (MACs) of employees, skills, queues, IVR flows, call treatments, recordings, reporting etc. Some clients will receive a Customer Success Manager (CSM) to be assigned to their business who will be their dedicated point of contact for all issues and questions, as well as assistance in adding additional features or functional enhancements. Clients who do not qualify for a dedicated CSM may upgrade their Quick Care service to include a CSM for an additional fee.
Platinum Care is for clients who purchase their Genesys Cloud CX licenses through Star Telecom and want additional operational assistance and Genesys customer service beyond Quick Care. It is designed for clients who want to maximize their service levels and return on investment of Genesys Cloud CX, allowing their contact center managers and supervisors to focus on customer experience best practices and day-to-day operations of the contact center. Platinum Care includes a dedicated CSM who provides strategic input and road mapping services, quarterly executive reviews and billing management for Genesys invoicing. Platinum Care also provides comprehensive support for the client, covering their unique configurations, application solution and integrations within their Genesys Cloud CX infrastructure. Additionally, Star Telecom will handle all agent inquiries directly, as well as all MACs (two hour per ticket limit) needed within the Genesys Cloud CX infrastructure. Lastly, Platinum Care includes access to training videos to assist with staff on-boarding and refresher training for agents.
Platinum Care includes:
- Dedicated Account Manager
- 24x7 Technical Support for Genesys Cloud and Telecom services
- 10-minute response SLA
- Platform monitoring and alerting
- Tier 3 ticket management (open, track, close, including RCA, as required)
- Genesys Billing & Invoicing Management and Audit
- Full Move/Add/Change (MAC) and troubleshooting support for customizations, configurations
and integrations, including:
- People, Permissions and Skills
- Voice/Email/Chat flow and routing support
Brochure Section
Care Offerings
Maximize the availability & return on investment of your Genesys Cloud CX Solution for your business.